Personal Lines Technical Specialist

Intact Insurance Ireland Designated Activity Company; Galway; On-site; EUR 42,000 - 54,000; Full time

Job summary

Intact Insurance Ireland Designated Activity Company is seeking a skilled insurance professional to join our Customer Operations team as a Technical Services Specialist.

Reporting to the Technical Hub Team Leader, you will balance day‑to‑day underwriting queries with training, coaching, and quality improvement to enhance customer experience and operational efficiency.

Qualifications

• Experience in call centre, customer service, or insurance operations.
• A proven ability to deliver accurate technical information.
• Strong analytical, problem-solving and organisational skills.

Responsibilities

• Collaborate with Product Specialists and Training & Quality to identify capability gaps and training needs.
• Design, develop and deliver training programmes for frontline employees.
• Maintain training materials and ensure alignment with product, process and regulatory requirements.
• Provide coaching, mentoring and on-the-floor support to improve technical accuracy and customer interactions.
• Act as SME for assigned product areas and support continuous improvement initiatives.

Skills

Analytical thinking

Problem-solving

Organisational skills

Customer service experience

Education

APA qualification

CIP certification (in progress)

Tools

Microsoft Office

Job description

Intact Insurance Ireland Designated Activity Company

Brooklawn House, Galway W Bus , Knocknacarra, Galway, Co. Galway, H91 CRN2

Application Details

In order to work in Ireland a non-EEA National, unless they are exempted, must hold a valid employment permit.Please review the Eligibility and requirements for an employment permit if you are unsure of your eligibility to apply for this vacancy.

Job Description

We are seeking a skilled and motivated insurance professional to join our Customer Operations team as a Technical Services Specialist. This role is ideal for someone with strong technical insurance knowledge, a passion for customer excellence, and the ability to support continuous improvement across Customer Service.Reporting to the Technical Hub Team Leader, you will play a key role in enhancing technical capability, quality standards, and service effectiveness. You will support both day-to-day operational delivery and improvement initiatives that enhance customer experience and operational efficiency.Approximately 50% of your time will be dedicated to customer queries and underwriting tasks, with the remainder focused on training, coaching, quality enhancement, and continuous improvement activities. You will work closely with Product Specialists, Customer Service Operations Leads, the Training & Quality team, IT, Portfolio Pricing, and other business functions to deliver an excellent customer experience.

Key Responsibilities

Collaborate with Product Specialists and the Training & Quality team to identify capability gaps and training needs.Design, develop, and deliver training programmes for frontline employees.Maintain training materials to ensure alignment with product, process, and regulatory requirements.Provide coaching, mentoring, and on-the-floor support to improve technical accuracy and customer interactions.Act as a Subject Matter Expert (SME) for assigned product areas.Support continuous improvement initiatives by identifying pain points, analysing root causes, and validating solutions.Contribute operational insight during requirements gathering, solution design, and testing activities.Monitor quality trends and escalate improvement opportunities.Provide guidance on complex underwriting queries and refer high-risk cases where required.Participate in call monitoring, quality reviews, and feedback sessions.Translate frontline insights into customer pain points, complaint themes, QA findings, and emerging trends.Support the implementation of regulatory, product, and process changes.Demonstrate strong problem-solving skills and a commitment to first-time resolution.

Requirements

APA qualified or actively working towards CIP.Experience in a call centre, customer service, or insurance operations environment.Proven ability to deliver technical accuracy and excellent customer service.Technical knowledge of motor and home insurance is advantageous.Strong analytical, problem-solving, and organisational skills.Self-motivated with a commitment to quality and continuous improvement.Passionate about improving customer experiences.Proficient in Microsoft Office and comfortable learning new systems and tools.

Regulatory Requirements

If this role is defined as a Controlled Function under the Central Bank Reform Act 2010 Regulations 2011, any appointment will be conditional upon meeting the Fitness & Probity Standards issued by

• Sector: financial and insurance activities

Career Level

• Professional